Vice President of Customer Success

hace 3 días

Barcelona, Barcelona, España Lodgify A tiempo completo

About the Role

We are seeking a highly experienced Vice President of Customer Success to lead our Customer Success department at Lodgify. As a key member of our management team, you will be responsible for developing and executing strategies that drive customer engagement, retention, and growth.

Key Responsibilities

  • Create and implement a comprehensive customer success strategy that aligns with Lodgify's business goals and objectives.
  • Define key metrics and KPIs to measure the effectiveness of the customer success function and drive improvements in customer satisfaction, retention, and growth.
  • Build, lead, and mentor a high-performing Customer Success team, including Customer Success Managers, Onboarding Specialists, and Support Agents.
  • Foster a customer-centric culture within the team, ensuring a proactive and solution-oriented approach to customer interactions.
  • Manage remote teams, ensuring they stay motivated and cohesive.
  • Develop and implement customer retention programs to minimize churn and enhance customer loyalty.
  • Identify opportunities for upselling and cross-selling additional products and services to existing customers.
  • Serve as the voice of the customer within the company, advocating for customer needs and feedback in product development, marketing, and sales strategies.
  • Build strong relationships with key customers and stakeholders, ensuring a high level of engagement and satisfaction.
  • Manage the transition to AI and optimize customer success processes and workflows to enhance efficiency and scalability.
  • Manage customer success software and tools and ensure we have the best-in-class solutions in place.
  • Collaborate closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience from onboarding through ongoing support.
  • Provide insights and feedback to the Product team to drive continuous improvement and innovation based on customer feedback and usage patterns.
  • Utilize data and analytics to gain insights into customer behavior, identify trends, and drive strategic decision-making.
  • Regularly report on customer success metrics to the executive team and provide recommendations for improvement.

Requirements

  • 10+ years of experience in customer success, with at least 5 years in a leadership role within a SaaS company.
  • Strong understanding of the SaaS business model and customer lifecycle management.
  • Proven experience in building and leading high-performing teams, with a track record of achieving targets and driving customer success initiatives.
  • Deep passion for delivering exceptional customer experiences and a strong customer-first mindset.
  • Proficient in data analysis and utilizing customer success metrics to drive decisions and strategy.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Ability to think strategically and execute tactically, with a focus on driving results and achieving business objectives.
  • Comfortable working in a fast-paced, dynamic environment with a strong sense of urgency and ownership.

What We Offer

  • The freedom to work from home any day that works for you.
  • 25 working days of paid vacation and Jornada Intensiva in August.
  • Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist, and we cover pre-existing conditions too).
  • A monthly allowance of 150€ and a Flexible Remuneration plan with up to 70€.
  • A 50% discount on Ametller's prepared dishes to level up your mealtime.
  • Flexible Remuneration options for your transportation needs.
  • A home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment.
  • Free Spanish classes.
  • A referral program that offers paid compensation.
  • A daily office breakfast buffet and monthly events like football tournaments, wine tastings, hikes, kayaking, and more.

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